Customer Service

SHIPPING & DELIVERY

We use a real time shipping calculator in order to offer our customers the best possible rates from the following carriers: USPS, FedEX, UPS.

You will automatically receive a tracking number once your order is shipped.

Orders placed Monday - Thursday are usually shipped the following business day. Orders placed on holidays or over weekends will begin processing the next business day. *Please note, there may be delayed shipping times due to Covid-19 and the number of orders that we're currently able to process in a single day. Retail orders are generally shipping within 2-3 business days. Thank you for your understanding and patience! 

Customer must notify True Ames Fins at time of purchase if a signature is required for residential delivery. True Ames Fins is not liable for any lost or stolen goods that are delivered to a residence without requiring a signature.

International Shipping: Duties, Taxes or Other Fees
Duties, taxes and other fees are determined by the customs agency within the destination country and are the responsibility of the recipient. These fees will be due at the time of delivery and are non-refundable. True Ames is not responsible for customs and duties. For more information, please contact your local customs office.

    CANCELLATION POLICY

    If you have created an account profile with us, you can login at anytime prior to receiving a shipping confirmation email in order to cancel.

    If you do not have a customer profile with us, you can email info@trueames.com or call (805) 685-8341 in order to cancel the order. Please be ready to provide your personal information as well as your order confirmation number. We can only gaurentee successful order cancellation prior to receiving a shipping confirmation email from us. 

    RETURNS

    Items being returned must be postmarked within 10 days of the date received. Items that have been used or altered in any way will not be accepted for return. 

    Returns must be authorized via phone or email conversation with True Ames, and your name / information / order number must accompany the products being returned. 

    True Ames is not responsible for return shipping costs. True Ames is not responsible for loss or damage via return transit, and we will not accept damaged goods for return (we suggest shipping returned items with a carrier that provides tracking and insurance). The original shipping cost associated with the order will not be refunded. A full refund for the price of the original unaltered and undamaged products (+ taxes if applicable) will be provided at the time of safe return and inspection at True Ames Fins. 

    *Misfits and Web Special fins are not eligible for returns.

    Returned packages must be shipped to:

    True Ames Fins
    74 Aero Camino #A
    Goleta, CA 93117

    For any further questions please contact us at: info@trueames.com

    Exchanges

    Exchanges are made in two steps: returning and re-ordering.
     

    1. Contact Customer Service via phone or email to notify us of your exchange. Please have your order number handy if available.
    2. Order the replacement item per usual with our Customer Service representative or through our website, at your convenience.

    You will be charged for the new item at the time of the order, and refunded after your original item is returned, received and processed.

    You will be responsible for safely packing and paying for the return shipment. Once your original item is processed for return, you will only be credited for the item total + taxes if applicable. The original shipping costs (if any) will not be credited to you.
     
    You are welcome to wait until your return has been processed and credited before making the replacement purchase if that is more convenient. Keep in mind, inventory moves quickly, especially during holidays and sale times, so we encourage you to re-order sooner rather than later to avoid missing out!

    *Misfits and Web Special fins are not eligible for exchanges.

    WARRANTY & REPLACEMENTS

    We are proud to stand behind the quality and performance of our fins, and we will do all we can to make sure our customers are satisfied with replacement if there are manufacturing defects in our products. We offer a 1-year limited warranty against manufacturing defects. 

    It is at the sole discretion of True Ames to determine the validity of any reported manufacturing defects. True Ames may request for the product under question to be returned to our warehouse for inspection. True Ames' warranty does not cover any issues or damage related to normal wear and tear, accidental damage, alterations made by a customer, inappropriate use, damage due to external circumstances (hitting rocks or reef etc.), warping due to heat exposure, or loss of the product. 

    Original proof of purchase is required for warranties. If there is a manufacturing defect issue, True Ames will replace the product(s) within a timely manner and cover the shipping costs for the replacement item(s). 

    Misfits and Web Specials

    All Misfits and Web Specials are sold as is, and all sales for these items are final. Returns or exchanges of Misfits and Web Specials will not be accepted.

    Misfit fins are for retail sale only. Wholesale clients are ineligible for Misfit fin purchase. 

    VIEWING ORDERS

    Once your order has been placed, you will receive an order confirmation via the email address you provided. You will receive a shipment confirmation email that will contain your tracking information after your order has been processed.

    ORDERING & REGISTRATION

    Being a registered user offers you faster checkout since you won't have to re-enter your credit card or shipping and billing information. When you place an order that information will be filled in automatically.

    PAYMENT & PRICING

    All prices on the website are displayed and sold in $USD.

    Your credit card will not be charged until your order is shipped. When you enter your credit card information on the final review page and submit, you'll then be given an order confirmation number. You will also immediately receive an e-mail confirming that your order has been received. We will send you another e-mail to notify you when your order has been processed, payment has been secured, and your items have been shipped.

    UPDATING ACCOUNT INFORMATION

    You can access, correct and update certain personal information that you have provided to us by clicking on 'Edit Account' within the 'My Account' area of this Web Site.

    PRIVACY & SECURITY

    True Ames Fins collects customer information in an effort to improve our customer's shopping experience and to communicate with our customers about our products, services and promotions. We may collect information such as your name, e-mail, postal address, and credit card numbers that you provide to us when you place an order if you save your information. True Ames Fins may use your information collected online to process and fulfill your order.

    True Ames Fins will not rent or sell your e-mail address for any reason. We do not share credit card information with third parties except for the purpose of processing payment for products you've ordered, and as required by law.

    We are committed to ensuring that your information is safe.

    Cookies

    Like most websites, we use cookies and similar technologies to remember things about you so that we can provide you with a better experience.

    • Cookies are small data files stored on your browser or device. They may be served by the entity that operates the website you are visiting (“first-party cookies”) or by other companies (“third-party cookies”). For example, we partner with third-party analytics providers, such as Google, which set cookies when you visit our website. This helps us understand how you are using our Services so that we can improve them.

    We use cookies for several reasons, like helping us see which products or pages are most popular, counting visitors to a page, improving our users’ experience, and keeping our Services secure. The cookies we use generally fall into one of the following categories.

    Category of Cookies

    Why we use these cookies

    Technical

    These cookies are essential for our Services to function properly. Like the other cookies we use, technical cookies may be either first-party cookies or third-party cookies.

    Preferences

    We use these cookies to remember your settings and preferences.

    Security

    We use these cookies to help identify and prevent security risks.

    Performance

    We use these cookies to collect information about your browsing behavior and how you engage and interact with our Services and to help us improve them.

    For example, we may use these cookies to determine if you have interacted with a certain page.

    Analytics

    We use these cookies to help us understand and improve our Services.

    For example, we can use these cookies to learn more about which products you purchase and which features are the most popular with our users and where we may need to make improvements.